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Mayor's Action Center reports surge in Access Cleveland Heights use; city sets service targets
Summary
Todd Walburn, the mayor's action center coordinator, told council the Access Cleveland Heights platform now has more than 1,000 registered users and 3,432 service requests recorded since mid‑2024. The city is publishing service‑level goals and begins reporting department performance to guide staffing and process changes.
Todd Walburn, the mayor's action center coordinator, told Cleveland Heights City Council on April 7 that usage of the city's Access Cleveland Heights reporting platform has grown sharply since mid‑2024, and staff are starting to measure departmental response times against newly defined service‑level agreements.
Walburn said the platform now lists more than 1,000 registered residents and a total of 3,432 requests logged since last summer, and he gave a breakdown of the most frequent categories reported through the app, including potholes, private residential property issues, forestry requests and sewer reports. He said staff worked with the performance coordinator and department directors last autumn to set preliminary service targets — for example, two days for potholes and two days for forestry — and began publishing results in January so directors can see staffing and seasonal trends.
"Access Cleveland Heights is not a solution. It is a tool," Walburn told council. He said the mayor's action center (MAC) accepts requests through the app, by phone and by email; phone and email reports are entered into the system by staff so they can be tracked and routed for follow‑up.
The coordinator described early performance numbers for public works requests: average days to acknowledge a request was under one day, and days to close averaged about 2.6 days. He said roughly 65 percent of reports met assigned service‑level targets during the sample period and that staff are reviewing whether the timeframes or staffing levels need adjustment.
Council members praised the MAC's responsiveness during discussion after the presentation. Councilwoman Larson and Councilwoman Petras both thanked Walburn for the follow‑up and communication his office provides; Councilman Posh and Councilman Cobb also noted residents frequently expect elected officials rather than administrative staff to resolve these issues and thanked Walburn for taking those referrals.
Walburn said the MAC will reexamine the service‑level agreements in June, consider adding request categories, and continue outreach to raise awareness of the app. He provided contact information for residents: phone (216) 291‑2323 and mac@clevelandheights.gov.
The mayor and several council members said the MAC's reporting helps convert anecdotal complaints into measurable data that departments can use to adjust staffing and processes.
